Zoe V

Dedicated and customer focused Customer Support Professional with over 4 years of experience delivering high quality customer service in fast paced environments. Skilled in managing 50+ customer inquiries per day across phone while maintaining professionalism and achieving high customer satisfaction levels. Experienced in CRM systems, ticket management, issue resolution, with a proven ability to resolve up to 90% of customer issues on first contact.

Strong problem solving skills demonstrated through consistently meeting performance targets, maintaining response times within SLA requirements, and contributing to customer satisfaction ratings above 85%. Recognized for efficiently handling high volume workloads, reducing escalations, and delivering exceptional customer experiences.

Customer Care Representative at IsonBPO (2019 – 2021)

• Managed a high volume of inbound customer inquiries via calls and digital channels in a fast paced environment
• Resolved account issues, billing discrepancies, and service complaints with a focus on first contact resolution
• Logged and tracked all interactions using CRM/ticketing systems to ensure accurate records
• Escalated complex issues to appropriate departments and followed up to ensure timely resolution
• Maintained strong customer satisfaction through clear, professional, and empathetic communication
• Consistently met performance targets including response time and efficiency

Sequence Operator/Acting Team Leader at ATD Alliance (2022 – 2026)

• Provided day to day guidance and support to my team and supervisor.
• Assisted with monitoring team performance and ensuring service level targets were met.
• Supported with training the new team mates.
• Assisted management with creating daily report sheets.

Matric – Brylin High School (2013 – 2013)

Studies Towards Diploma in Business Management – Nelson Mandela University (2017 – 2018)